Optimal management of cross-trained workers, using Markov decision approach

In this paper, we consider the problem of finding the optimal switching decisions of cross-trained workers between the front and back room. By switching workers from the front room to the back room or vice versa, depending on the size of the queue, management may be able to improve the quality of service. The criterion optimised is minimisation of the expected size of the queue and the primary constraint is ensuring that the work in the back room is completed. The problem is modelled as a Markov decision problem. Solving the problem using Linear Programming (LP) may result in a non-deterministic policy. In that case, we suggest several heuristics; some of them are based on the solution of LP.